Disputes Resolution Specialist

Get-e

YOUR JOB Be the person your clients trust to make Get-e work for them. You'll take on a portfolio of clients and become their dedicated point of contact: the person who knows their business, anticipates what they need, and makes sure every interaction with Get-e feels handled, not handed off. This isn't ticket resolution. It's relationship ownership. You're accountable for how your clients feel about Get-e, not just how fast their tickets close.  What you'll do Getting clients off to a strong start * Be your client's guide from day one, the person who makes their first weeks with Get-e feel effortless, not administrative * Understand each client's business well enough to set them up in a way that actually fits how they operate, not just how our systems are configured * Catch and fix friction before the client feels it Knowing your clients better than anyone else at Get-e * Be the one person your clients can call who already knows their history, their preferences, and what matters to them. No re-explaining, no hand-offs * Run regular check-ins that are worth the client's time, not status updates, but a genuine read on how things are going and what could be better * Spot when a client is quietly struggling before they have to complain about it Making things right when they go wrong * Take full ownership of complaints and disputes for your clients: investigate properly, resolve them, and communicate in a way that leaves the client feeling looked after, not processed * Be proactive about bad news. Clients should hear it from you before they have to ask * Handle escalations yourself wherever you can. The goal is your clients never have to go around you to get something fixed Helping clients get more out of Get-e * Look for chances to make the relationship more valuable, not just less painful: new routes, better service fit, smoother processes for their team * Bring the client's voice back into Get-e. If something about our product or process is making their life harder, that's information the business needs Outcomes * Clients say you know their business and treat you as a trusted partner, not a support line * New clients feel confident and set up for success within their first weeks, not confused or chasing you for basics * Clients experience fewer surprises and faster, more human resolutions when something does go wrong * Retention and satisfaction improve within your portfolio because clients feel owned, not queued * Clients see you proactively bringing them value, not just responding when asked YOUR PROFILE * 2+ years in client services, account management, or client-facing operations (travel, mobility, or service industry a plus) * You build real relationships. Clients remember you, not just your resolution time * Genuinely curious about how your clients' businesses work, so you can anticipate what they need * Strong written and verbal communication; confident and calm handling sensitive situations * Commercially minded. You can spot when a client relationship has room to grow, not just room to fix * Able to prioritize across a portfolio, knowing which relationships need attention before they ask for it * Strong English (Dutch or other European languages a plus) * Experience in the aviation, travel or mobility industry is a big plus WHY US? * NS Business Card: We've got your commuting costs covered. Prefer driving? We'll handle your travel expenses. * Experience Our Service: Use our cab service yourself, twice a year. * Healthy Lifestyle: Fresh fruit in the canteen, plus meal discount options. * On-site Gym: Access to our fully equipped office gym. * Holiday Allowance: 8% holiday allowance. * Vacation Days: 25 days a year. * Remote Work: Hybrid (2 days from home), with up to 2 weeks working from abroad. * Pension Contribution: 2.5% employer contribution.

Satispay

About us Satispay began by rethinking the simple act of a payment to remove the friction from our daily routines. But we didn't stop there. Today, we are building a complete financial platform designed to empower people and concretely improve their lives. By giving our 6 million users a clear, open path to pay, save, and invest, we are evolving into the definitive destination for every financial need. What you'll be doing As our Chargeback Specialist, you’ll be the person who manages and resolves complex disputes and chargebacks, ensuring efficient, timely, and fair resolutions while protecting customer trust and our financial integrity. Here's what your day-to-day will look like: * Handle Complex Disputes and Chargebacks – Managing the full lifecycle for high-priority or complex cases: from intake and investigation to evidence compilation, response drafting, and escalation. * Perform Deep-Dive Analysis – Analyzing dispute and chargeback data to spot root causes, emerging patterns, and process gaps to drive prevention and recovery steps. * Contribute to Process Optimisation – Actively identifying and proposing improvements to workflows, SLAs, and quality checks to increase win rates and reduce manual effort. * Ensure Compliance – Maintaining expert-level knowledge of applicable regulations and industry best practices related to chargebacks and consumer protection. * Cross-functional Collaboration – Partnering with FinCrime, Customer Support, Legal, and Product to provide expert input to prevent chargebacks upstream. * Tools & Reporting – Expertly using and refining internal tools and reporting to monitor performance, quality, and risk metrics. Who we're looking for We need a problem-solver who loves teamwork and gets things done. If you're curious and ready for real ownership, you'll fit in! Does this sound like you? * Experience – You have 3+ years of experience in chargeback management, payment operations, or risk operations within fintech, e-commerce, or financial services. * Dispute Resolution Expertise – Proven understanding of dispute categories, evidencing standards, and resolution pathways across different payment rails. * Regulatory Knowledge – Strong knowledge of EU regulations and consumer protection. * Data Analytics – Advanced analytical skills with the ability to interpret data, identify trends, and drive data-informed decisions. * Operational Excellence – High attention to detail, strong organisation, and the ability to work independently in a fast-paced environment. * Communication Skills – Excellent ability to explain complex technical topics clearly to both technical and non-technical audiences. CareAbout: how we support your impact We move fast, and evolution never stops. It's a fun ride, but it can be challenging. To make sure our people truly thrive, we're committed to making their lives easier, both in the office and out in the world. That's why we created CareAbout: * ❤️ Health (Private insurance for you and your family, psychological support with Serenis, mental health workshops) * 💰 Financial resources (Stock Option Plan, Meal vouchers, Relocation support if you’re moving countries) * ⚙️ Growth and development (Professional development programs, Internal mobility, Language courses with Preply) * 🌱 Flexibility (Unlimited PTO, Hybrid working policy*, Flexible working hours) * 👨‍👩‍👧 Family (Enhanced parental leave, Additional leave for child sickness) *We embrace three days per week in-office (Tuesday and Thursday + 1 of your choice), with the option to request extra remote time. Equal Opportunity Employer At Satispay, we're proud to be an equal opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin. Join us in a workplace where everyone belongs! Learn more about us Our values and pillars aren't just fancy words on a page - they really shape everything we do. Explore them here. #LI-VR1 #LI-HYBRID By submitting this application, I acknowledge that I have read and understood the content of the Privacy Policy

Satispay

Please note that this opportunity requires relocation to our Barcelona office. About us Satispay began by rethinking the simple act of a payment to remove the friction from our daily routines. But we didn't stop there. Today, we are building a complete financial platform designed to empower people and concretely improve their lives. By giving our 6 million users a clear, open path to pay, save, and invest, we are evolving into the definitive destination for every financial need.   What you'll be doing As our Chargeback Specialist, you’ll be the person who manages and resolves complex disputes and chargebacks, ensuring efficient, timely, and fair resolutions while protecting customer trust and our financial integrity. Here's what your day-to-day will look like: * Handle Complex Disputes and Chargebacks – Managing the full lifecycle for high-priority or complex cases: from intake and investigation to evidence compilation, response drafting, and escalation. * Perform Deep-Dive Analysis – Analyzing dispute and chargeback data to spot root causes, emerging patterns, and process gaps to drive prevention and recovery steps. * Contribute to Process Optimisation – Actively identifying and proposing improvements to workflows, SLAs, and quality checks to increase win rates and reduce manual effort. * Ensure Compliance – Maintaining expert-level knowledge of applicable regulations and industry best practices related to chargebacks and consumer protection. * Cross-functional Collaboration – Partnering with FinCrime, Customer Support, Legal, and Product to provide expert input to prevent chargebacks upstream. * Tools & Reporting – Expertly using and refining internal tools and reporting to monitor performance, quality, and risk metrics.   Who we're looking for We need a problem-solver who loves teamwork and gets things done. If you're curious and ready for real ownership, you'll fit in! Does this sound like you? * Experience – You have 3+ years of experience in chargeback management, payment operations, or risk operations within fintech, e-commerce, or financial services. * Dispute Resolution Expertise – Proven understanding of dispute categories, evidencing standards, and resolution pathways across different payment rails. * Regulatory Knowledge – Strong knowledge of EU regulations and consumer protection. * Data Analytics – Advanced analytical skills with the ability to interpret data, identify trends, and drive data-informed decisions. * Operational Excellence – High attention to detail, strong organisation, and the ability to work independently in a fast-paced environment. * Communication Skills – Excellent ability to explain complex technical topics clearly to both technical and non-technical audiences.   CareAbout: how we support your impact We move fast, and evolution never stops. It's a fun ride, but it can be challenging. To make sure our people truly thrive, we're committed to making their lives easier, both in the office and out in the world. That's why we created CareAbout: * ❤️ Health (Private insurance for you and your family, psychological support with Serenis, mental health workshops) * 💰 Financial resources (Stock Option Plan, Meal vouchers, Relocation support if you’re moving countries) * ⚙️ Growth and development (Professional development programs, Internal mobility, Language courses with Preply) * 🌱 Flexibility (Unlimited PTO, Hybrid working policy*, Flexible working hours) * 👨‍👩‍👧 Family (Enhanced parental leave, Additional leave for child sickness) *We embrace three days per week in-office (Tuesday and Thursday + 1 of your choice), with the option to request extra remote time.   Equal Opportunity Employer At Satispay, we're proud to be an equal opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin. Join us in a workplace where everyone belongs!   Learn more about us Our values and pillars aren't just fancy words on a page - they really shape everything we do. Explore them here. #LI-VR1 #LI-HYBRID By submitting this application, I acknowledge that I have read and understood the content of the Privacy Policy